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Support Article

SLA Broken-Process when using 'Refer to a data page' on a pag...



On locking a parent case, a Lock error occurs when the ServiceLevelEvents agent processes a queue item for a child case. As a result of the error, the queue item immediately navigates to the Broken-Process status, instead of re-queuing the item to re-try in 15 minutes. The issue occurs when a page list property is configured with the 'Refer to a data page' option.

Error Messages

Cannot obtain a lock on instance ORG-SAMPLE-WORK 5000802, as Requestor BX9YXGV2IT25EHCP2TOGSW60N6BFL2HCJA already has the lock

Steps to Reproduce

  1. Create a page list property with 'Refer to a data page' selected and retain the property as a part of a case.
  2. Create a flow with a Service Level Agreement (SLA) for immediate processing.
  3. Lock the case before the ServiceLevelEvents agent processes the queue item.


A defect in Pegasystems’ code or rules. 


This feature is implemented in Pega Platform 8.1.9.

Published December 2, 2021

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